Upgrading Your Dental Office Phone System

As patient needs and expectations change, dental offices must adapt to better serve them. At the same time, dental offices need systems that will scale with them as their teams expand and their business processes inevitably transform. That’s where an advanced communications platform comes in.

Contemporary dental clinics require advanced communications solutions to better connect with patients. They also need to navigate an increasingly precarious and restrictive regulatory environment.

Read on as we share how introducing a cloud-based, advanced communications platform can alleviate all of these concerns and help enhance the patient experience at the same time.

Types of Communication Systems for Dental Offices 

When choosing a communication system for a dental office, there are multiple options. Some older, traditional systems are made up of outdated technologies, but these paved the way for the modern business phone solutions of today.

1. Traditional PBX Systems

These are the traditional landline phone systems that require physical wiring and equipment to connect to the telephone network. They typically have a high upfront cost and require ongoing maintenance but can provide reliable and high-quality voice communication.

2. VoIP Phone Systems

VoIP phone systems use internet connections to make and receive calls. They offer a range of features, such as call forwarding, voicemail-to-email, and video conferencing, and can be more cost-effective than traditional PBX systems.

3. Hybrid Phone Systems

Hybrid phone systems combine elements of traditional PBX systems and VoIP technology. They allow dental offices to use their existing phone infrastructure while gradually transitioning to VoIP technology.

4. Mobile Phone Systems

Mobile phone systems use mobile devices to make and receive calls. They are ideal for dental offices with remote staff or those that need to be accessible while on-the-go.

5. Cloud-Based Communication Platform

Cloud-based communication systems go beyond a basic voice system to include video, business SMS, and other types of communication.  These platforms are hosted in the cloud rather than on-premises. They offer greater flexibility and scalability and can be accessed from anywhere with an internet connection.

Related: On-Premise vs Cloud Phone System

Why Choose an Advanced Communications Platform for Your Dental Office

These platforms go beyond a basic phone system to provide dental offices with a cost-effective, flexible, and feature-rich communication solution that meets their unique needs.

1. Cost Savings

Communications platforms often have lower monthly fees and lower call rates than traditional phone systems. This can result in significant cost savings over time, especially for dental offices that may make a lot of long-distance or international calls.

2. Simplicity

It goes without saying that dental offices can get rather busy, and there are a lot of challenges for staff members to navigate. When businesses are looking for a new communications platform, ease of use and the ability to make changes quickly should be top of mind. Finding the right platform that includes all the basics while also including the bells and whistles of an advanced communication system that are easy to access and use on a daily basis is crucial.

3. Flexibility

Advanced communications platforms contain powerful technology that can be used from any location with an internet connection, making it easy for dental office staff to work remotely or from different office locations. This flexibility can also make it easier to scale up or down the number of lines needed as the office grows or changes, which brings us to our next point.

4. Scalability

Dental offices need systems that can easily scale with them. Advanced communication platforms are built to scale alongside your business, allowing you to add new phone lines, users, and features seamlessly.

5. Advanced Features

Advanced communications platforms offer a range of powerful features, such as call routing, call recording, video conferencing, voicemail-to-email transcription, and more. These features can help dental offices provide better customer service and streamline their communication processes.

6. Integration with Other Technologies

Modern platforms can often be integrated with other technologies used by dental offices, such as CRM software, electronic health records (EHR) systems, and more. Integrations can help to improve workflow efficiency and streamline communication between staff members.

Essential Features for Advanced Communication Platforms for Dental Offices

There are several key features that a dental office needs to ensure efficient and effective communication with patients and staff. Some of the must-have features of a dental office communication system include:

1. Automated Attendant

An automated attendant allows callers to be directed to the appropriate department or staff member quickly and efficiently, reducing wait times and improving customer service.

2. Call Forwarding

Call forwarding allows calls to be routed to a designated phone number or extension, ensuring that important calls are never missed, even if staff members are away from their desk or on the go.

3. Voicemail to Email

Voicemail to email transcription converts voicemails to text and sends them to staff members' email inboxes, allowing them to quickly read and respond to messages, even if they are away from the office.

4. Conference Calling

Conference calling allows multiple parties to join a call, making it easier for staff members to collaborate and communicate with each other or with patients.

Related: Conference Call Etiquette: 12 Essential Dos and Don'ts

5. Call Recording

Call recording software allows dental offices to record calls for quality assurance and training purposes, ensuring that staff members are providing the highest level of customer service and meeting industry standards.

6. Caller ID

Caller ID displays the phone number and name of the caller, allowing staff members to quickly identify patients and provide personalized service.

7. Customizable Greetings

Customizable greetings allow dental offices to create personalized greetings for different departments or times of day, providing a professional and welcoming experience for callers.

8. Appointment Reminders

Appointment reminders can be sent automatically to patients via phone, text, or email, reducing the number of missed appointments and improving patient satisfaction. An effective patient communication platform ensures patients are always kept in the loop.

Managing Call Volumes with Receptionist Console Tools

The patient journey begins when patients pick up the phone and contact your reception staff. It’s important to provide the best experience possible. 

Sometimes, however, call volumes can be very difficult to keep up with. In fact, research shows that most dental practices in North America actually miss 20% of inbound calls from new patients. It’s vital to be able to catch every call, despite call volumes or the size of your team. A receptionist console tool can help. 

Receptionist console software allows front desk staff to manage calls with efficient call routing. The software allows for total visibility regarding who is engaged and who is available to take a call. This prevents users from transferring callers to occupied or out-of-office employees, and significantly reduces the chances of patients becoming frustrated by being passed around.

For example, our Receptionist Console allows reception staff to direct callers to the right place using “drag & drop” functionality. Teams can also search for specific contacts, transfer and park calls, and utilize 3-way calling when necessary. The Receptionist Console also allows for warm call transfers so reception staff can properly announce the caller and ensure the person on the other end is fully prepared to answer their query.

HIPAA Compliance for Dental Office Communication Systems

Modern healthcare facilities, including dental offices, regularly send sensitive communications over the internet to consult with outside bodies and other specialists, such as sending out x-ray images to an orthodontist's office. It’s vital to ensure that whatever tools dental offices use are compliant with  HIPAA regulations for communications and collaboration solutions.

Data must be safely and securely transferred and stored to ensure proper HIPAA compliance. 

For example, net2phone’s HIPAA-compliant solutions include call recordings, voicemail transcriptions, and encrypted virtual fax. Our video conferencing feature also includes a video call recording component, so that staff can reference telehealth appointments at any time to gather essential information. We adhere to proper compliance to ensure that customer data is stored securely.

“Our cloud-based platform is now accessible to healthcare providers whose operations necessitate compliance with HIPAA. The privacy of our customers’ (and their customers’) data has always been a top priority. Our healthcare customers can now use our HIPAA-eligible services knowing that net2phone has a program in place designed to meet the demanding standards for safeguarding protected health information.” said President of net2phone, Jonah Fink.

Final Thoughts

Dental practices need a modern communications solution that can help it meet the challenges of the day, leave patients feeling satisfied, and navigate an ever more complex regulatory environment. 

We designed our innovative platform as a simple, flexible, and reliable solution to help businesses of all sizes across all industries. 

Get in touch with us today for more information.